Returns & Refunds.

Policy version: v3 | Effective date: 19 October 2026

Change of Mind

We do not accept change-of-mind returns or exchanges. This is our store policy and does not affect your statutory rights under the Australian Consumer Law.

Wrong Size or Colour Selection

If you selected the wrong size or colour and we supplied the correct product as described, the order is not eligible for return.

Faulty, Damaged, or Incorrectly Supplied Goods

If you receive a product that is faulty, damaged, significantly different from its description, or not what you ordered, you are entitled to a remedy.

How to Contact Us

Please contact us as soon as possible, ideally within 7 days of delivery. This helps us resolve your claim with our supplier quickly — it does not limit your rights under the Australian Consumer Law.

Email support@enteralside.com with:

Your order number
A description of the issue
At least three clear photos of the item, including its tags and, for damaged or incorrect items, the outer packaging

Please keep the item, its tags and original packaging until your claim is finalised.

Sizing and Colour

If the measurements of the item you received differ from the size guide on the product page, please lay the item flat, measure it as shown in the size guide and send us at least three photos showing the measurements.

Minor colour differences caused by screen settings, and small variations from measurement methods, are not considered faults.

Assessment Process

We may ask you to provide reasonable evidence of the issue, such as photographs. We will assess your claim within a reasonable timeframe and communicate the outcome to you. Please do not send items back before contacting us — we will provide return instructions if a return is required.

Major Failure vs Other Failure

For a major failure, you may choose a refund or replacement.

If the failure does not amount to a major failure, we may choose to repair or replace the product.

Where you choose a replacement, we will place a new order for the same item if it is still available. If it is unavailable, we will refund you in full.

Return Postage

If the product is confirmed to be faulty or not as described, we will reimburse reasonable return postage costs.

Refunds

Where we need the item returned, we will process your refund once the item has been received and inspected. Where no return is required, refunds are processed within 5–10 business days of approval. Refunds are made to your original payment method, and your bank may take additional time to process the credit.

We do not deduct restocking or processing fees from refunds for faulty goods. We do not substitute store credit for refunds you are entitled to under the Australian Consumer Law.

Order Cancellations

You can cancel your order free of charge if it has not yet entered processing. Please email us as soon as possible. Once your order is being prepared for dispatch, it can no longer be cancelled; your rights for faulty or incorrect goods still apply after delivery.

Undeliverable Parcels

If a parcel is returned to the sender because the delivery address provided was incorrect or the parcel was not collected, it cannot be re-sent. We will refund the order, less the shipping costs incurred.

Archive and Sale Items

Archive and sale items are not eligible for change-of-mind returns. Your rights to a remedy for faulty goods are preserved regardless of whether an item was purchased at full price or on sale.

Beauty Products

Opening or using a beauty product does not automatically remove your right to a remedy for faulty goods.

Australian Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For more information, visit the ACCC website.

Contact

For all returns and refund enquiries, contact support@enteralside.com.